Customer Success Manager at HelloKindred

Anticipated Contract End Date/Length: 6 months to start, potential to extend Work set up: Fully remote (Colombia, aligned with ET or CT), 40 hours per week We are looking for a Customer Success Manager to support clients across the AMER time zone in a fully remote setup. This role is responsible for guiding customers as they transition from sales prospects to active users of the technology platform, ensuring a seamless implementation experience and long-term success. The position partners closely with Account Managers and internal teams to deliver high-quality project execution while maintaining strong client relationships. What you will do: • Meet with clients to understand project goals and requirements for technology implementation. • Schedule weekly project status calls and share detailed project plans with deliverables and deadlines. • Run workshop sessions including journey mapping within online whiteboard tools and transfer outputs into process flow templates. • Liaise with technology teams on integration requirements and facilitate communication with client stakeholders. • Collaborate with clients to compile content and visual elements for implementation. • Review client-provided content and recommend improvements based on platform capabilities. • Configure client and journey-specific elements within the technology platform. • Brief internal teams on journey builds or build approved journeys and content within the platform. • Support testing, feedback cycles, and final edits prior to go-live. • Create bespoke showcase journeys for training and internal engagement. • Liaise with internal studio teams on design and content requirements, including quotations and deliverables. • Deliver platform training and coaching to client project teams. • Investigate and resolve platform-related questions and queries. • Handover accounts to Account Managers post-implementation. • Provide insights on additional journey opportunities and future roadmap planning. • Track time accurately in project management tools against client and project codes. • Establish and manage project scope, timelines, resources, and budgets. • Contribute to proposals, quotes, and project documentation. • Schedule and lead project kickoff meetings and ongoing check-ins. • Assign tasks, monitor progress, and remove project roadblocks. • Validate deliverables for accuracy and quality. • Communicate progress updates and deliver final project summaries to clients.